Service documents

Framework

Service ID

Contact

Planning

Planning

Planning service

Yes

How the planning service works

ClerksWell are a reseller of both Sitecore and Umbraco we work closely with them to define the architecture you need, plan the response times which match your requirements and review code of an existing website. We also provide you with a content migration plan to any new hosting environment and new web content management system.In addition to the above ClerksWell plan out automated testing, automated builds and automated deployments. The result is that you will have a fully up to date instances across each environment, save money and time on deployments and catch any breaks or bugs before they become an issue.Upgrades for Umbraco will also be automated as will patches for Sitecore. While the storage and bandwidth is unlimited, you will be paying for what you use so we want to make sure you are using the space efficiently. That means having a plan in place for reducing the file sizes and archiving data so that you free up some room and keep costs to a minimum.

Planning service works with specific services

Yes

Hosting or software services the planning service works with

Azure

Umbraco

Sitecore

Training

Training

Training service provided

Yes

How the training service works

We create peer-reviewed documentation during the project which is available for the customer prior to them performing their User Acceptance Testing (UAT). Documents provided include:• User Guide – comprehensive guide targeted at Sitecore or Umbraco content editors and administrators. This is a guide to creating content on the website we have built specifically for the University. It presumes the content editors have some Sitecore or Umbraco experience or training, although a web literate person could learn from a standing start using the guide.• Classroom exercises – content entry and Sitecore or Umbraco exercises to support classroom training sessions.• Technical Specification – created at the start of the project and will be provided to the customer. It will include documentation of interfaces/integrations with other systems, configurations and any other technical aspects that should be written down. We provide classroom and one-on-one training courses:• Administrator training – this is targeted at super users/administrators and will cover administrative activities in Sitecore or Umbraco- such as user maintenance, housekeeping, security etc.• Content editor training – this is targeted at anyone who will maintain content on the system. It will be supported by the “classroom exercises” document referred to above.

Training is tied to specific services

No

Setup and migration

Setup and migration

Setup or migration service available

Yes

How the setup or migration service works

ClerksWell can provide a full migration service, from help with choosing and planning for a new infrastructure provider, through to performing the tasks of transferring data, code and infrastructure configuration to the new provider. We can also offer training in use of the new systems if necessary.

Our approach to how a migration should be performed is bespoke to each client. We can determine what automated tools are available for a particular migration scenario. If they will provide business benefit and speed up the process we will make use of these as part of the migration workflow. Where pre-existing tools are not available, or where there they cannot be shown to provide business benefit, we can perform a wholly custom migration.

Our flexible approach copes well with scenarios where the migration requires changes to underlying configuration or data structures. Automated tools are less effective at dealing with these issues, but our experienced staff can ensure the migrated systems are configured optimally for your needs.

Setup or migration service is for specific cloud services

No

Quality assurance and performance testing

Quality assurance and performance testing

Quality assurance and performance testing service

Yes

How the quality assurance and performance testing works

Our Quality Assurance process is outlined as follows:

• Review specifications

Clarifications, assumptions and browser matrix are reviewed at this stage

• Deployment guide review• Test planning

Full comprehensive documentation of test plan

• Functional and non-functional system testing• Performance and load testing

Unit Testing: the process in which the smallest testable part of the application is tested. Our technical team produce unit tests for elements that form the custom features of the entire solution. Through the tests produced, we run the tests on regular basis to monitor any impact to existing code/features.

• Stress/Load Testing • Automated testing• Regression testing

At every stage of the testing process, the outcome and results will be shared and discussed with the client.

Defect logging and quality reporting is done throughout this stage. We then deploy packages to UAT, there can be another round of bug fixes here and then we deploy to live.

The QA phase of development is an internal activity we undertake prior to delivering any code to ensure that what the customer receives is fit for User Acceptance Testing (UAT). We interpret QA to mean UAT in this question.

Security testing

Security testing

Security testing service

Yes

Security testing type

Penetration testing

IT Health Checks

Risk analysis

Accredited security testers

Yes

Security testing accreditations

CREST

Certified Professional (CCP) risk analysts

Yes

Ongoing support

Ongoing support

Ongoing support service

Yes

Types of service supported

Hosting or software provided by a third-party organisation

How the support service works

ClerksWell can support both cloud hosting and software services, depending on what software you choose and what deployment model best suits your business. Deployments of Sitecore and Umbraco to Azure infrastructure using Infrastructure-as-a-Service model or Sitecore using the Platform-as-a-Service model cover “cloud hosting”. Here we take existing 3rd party software, then design and configure the correct hosting infrastructure on Microsoft’s Azure cloud to suit the specific needs of your organisation.We are also able to deploy Umbraco using their Software-as-a-Service model. This completely abstracts away the hosting and deployment of the WCM software, and allows your project to focus on your requirements for content and your public facing website. In both scenarios, we provide first-line support for your website and the infrastructure it runs on.

Service scope

Service scope

Service constraints

No

User support

• Support will be available from 9am – 6pm, Monday to Friday (excluding any UK public or bank holidays).• Support can be provided for out of hours’ deployments. These must be pre-arranged.• Any request for services on a 24/7 basis can be provided with prior agreement on level of emergency and will be covered at a specific rate outside of this SLA.

User can manage status and priority of support tickets

Yes

Online ticketing support accessibility

None or don’t know

Phone support

Yes

Phone support availability

9 to 5 (UK time), Monday to Friday

Web chat support

No

Support levels

Our support offering is very flexible and completely tailored to our customers’ requirements. We have clearly delineated support levels based on the priority rating of the issues (this is decided by the customer). Our support costs are dictated by the hours required and are based on our standard day rate. If 24/7, weekend support, or simply an extension of our standard 9-5 support hours we will arrange this based on the individual requirement of the customer.• Support will be available from 9am – 6pm, Monday to Friday (excluding any UK public or bank holidays).• Support can be provided for out of hours’ deployments. These must be pre-arranged.• Any request for services on a 24/7 basis can be provided with prior agreement on level of emergency and will be covered at a specific rate outside of this SLA.Every project has a project team composed of an Account Manager, Project Manager, Digital consultant, and Technical Lead.